Hector Gutierrez
Summary
Detail oriented team player with a proven track record at Raptor Technologies, excelling in client relationship building and CRM software proficiency. Spearheaded customer service initiatives, enhancing satisfaction and streamlining processes. Demonstrated project management abilities and adept at staff training, significantly contributing to team and client success.
Overview
17
17
years of professional experience
Work History
Customer Success Associate
Raptor Technologies
02.2019 - 06.2024
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
Professional Services Engineer
Raptor Technologies
01.2013 - 01.2019
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Reported regularly to managers on project budget, progress, and technical problems.
- Maintained open communication by presenting regular updates on project status to customers.
Technical Support Engineer
Raptor Technologies
02.2009 - 01.2013
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Delivered Tier-3 support and SME input to internal and external customers.
- Performed root cause analysis of reported issues to enact corrections.
- Documented faults and bugs for referral to development staff for use in updates.
- Developed and implemented preventive maintenance procedures.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and email.
Technical Customer Service Representative
NCR
10.2007 - 01.2009
- Maintained company field response vehicle stocked with repair and replacement parts valued over $50K.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Completed preventive maintenance on machines to enhance production and maintain quality.
Education
Associate of Applied Science - Computer Electronics Engineering
ITT Technical Institute
Houston, TX04.2004
Skills
- Client Relationship Building
- Technical Support
- System implementation
- CRM Software
- Consultative Sales
- Product Knowledge
- Project management abilities
- Staff Training
Languages
Spanish
Native or Bilingual
Software
Sales Force
Gainsight
Quickbooks
Netsuite
Timeline
Customer Success Associate
Raptor Technologies
02.2019 - 06.2024
Professional Services Engineer
Raptor Technologies
01.2013 - 01.2019
Technical Support Engineer
Raptor Technologies
02.2009 - 01.2013
Technical Customer Service Representative
NCR
10.2007 - 01.2009
Associate of Applied Science - Computer Electronics Engineering
ITT Technical Institute
Similar Profiles
Sanjeeva KerutagiSanjeeva Kerutagi
Business Development Manager at Raptor Technologies India Pvt LtdBusiness Development Manager at Raptor Technologies India Pvt Ltd
Sarah ArceneauxSarah Arceneaux
Winery Harvest Intern at Raptor Ridge WineryWinery Harvest Intern at Raptor Ridge Winery
Hannah LaffoonHannah Laffoon
Docent at Carolina Raptor CenterDocent at Carolina Raptor Center